Modify how to write bad review information

Many merchants ask us about the template news of bad reviews. The following is what Bian Xiao collected from the Internet.

The premise is that each Taobao merchant's products and services are different and their positioning is different. Short messages are for reference, try to be based on your own situation, so as not to be self-defeating and get twice the result with half the effort.

The following process can be telephone communication or SMS template. In the case of short message communication, multiple processes need to be added to the same short message to avoid frequent replies from customers.

For example: 1 means approval, 2 means apology and 3 means understanding, which can be used as a short message template;

4. Put forward the solution as a single SMS template and wait for the buyer to reply;

5, give corrections, 6, thank you, as a short message template at the end.

Ask the buyer to change the bad review information.

1, indicating identity and purpose;

"Excuse me, Mr./Ms. XX, I am the after-sales manager of XX store. I want to give you an after-sales service interview. Can I keep you for three minutes? "

"Excuse me, is this Mr/Miss XX? ..... Excuse me, I am the seller of Taobao Store XX, and I want to pay you a return visit, just for three minutes, okay? "

"Hello, is this Mr/Miss XX? ..... Sorry to bother you, I am a merchant selling XX on Taobao. I will pay a return visit to your shopping, just for a few minutes? "

2. Express apologies or thanks, and be willing to accept the customer's proposal with an open mind;

"I see that the evaluation you gave is a XX problem. Thank you for your advice. I also communicated with my colleagues and adopted your suggestion ... "

"I apologize for the inconvenience caused by your message ..."

"I'm sorry I'm not satisfied with your evaluation ..."

3. Show understanding and understanding for customers, and be able to stand in the customer's position and understand the customer's mood;

"I am a seller and a buyer of Taobao. I have bought a lot of things, and I am particularly angry when I have problems with shopping and poor service, so I can stand in your position and understand you ... "

"Like you, I am also an old buyer of yellow diamonds. Sometimes I believe that the seller only shops at his home. When I received something, I still had a problem. I was very angry, so I especially understood how I feel now ... "

"I can especially understand your mood now. We often buy things online, and I am particularly angry and distressed when I encounter such problems. "

4. Admit the fault, take responsibility, provide several solutions to the poor evaluation, and pay attention to the customer's steps; "So, I also discussed with my colleagues here and agreed to help you return the goods for free. Help your parents contact the courier to get the returned goods, and arrange for you to send a new set immediately, so that you can receive the new baby as soon as possible, okay?

"So, I also applied to the shopkeeper to send a small gift to my parents as an apology. I know you don't care about this gift, but it's really that we didn't do enough to give you so much trouble. Please give me a chance and accept it. Send it directly to your delivery address.